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The 2020 Programme

15th July

10:00 Webinar login and housekeeping Moderator's introduction and opening comments
10:05 - 10:45 Webinar No 1: Personalising the customer experience - today's buyers want personalised interaction Companies that are organising the CX around journeys are delighting their customers, increasing loyalty and growing revenue. This webinar will help retailersdeliver the right, tailored message, to the right group of people, at the right time.
  • Creating super-audiences via personalisation - better communication with your customers
  • Personalise the shopping experience - more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential - and personal - touchpoint for reaching consumers and satisfying expectations?
12:00 - 12:45 Webinar No 2: Deepening your customers relationships through digital - building customer loyalty Once someone has become a customer, how can retailers build a relationship with them and encourage them to become a brand ambassador?This webinar discusses with leading retailers different approaches and what really works.
  • What inspires customers to return?
  • What else can retailers do to inspire customer loyalty and turn shoppers into real "fans"?
  • Ensuring that the digital experience is truly ‘zero friction’ 
  • Examining the power of referral marketing
  • The importance of the customer lifecycle of attracting VIPs and reducing churn
  • Why are granularity, speed and coverage so important to data-driven loyalty?
  • Post purchase - giving customers a reason to come back...again and again
  • How informed recommendations could triple add-to-basket rates

16th September

10:00 Webinar login and housekeeping Moderator's introduction and opening comments
10:00 - 10:45 Webinar No 3: The value of customer insight - understanding the customer-centric retail universe The COVID-19 crisis has led to dramatic shifts in consumer behaviour. Retailers will have to work hard to meet ever-evolving CX requirements in order to win and remain relevant. This webinar will reveal how those winners generate insights from new customers and construct targeted retention plans.
  • How can insight successfully drive improvements in CX?
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • Making the brand experience meaningful and the exchange valuable
  • Using strategic partnerships to engage customers
  • How can retail improve their digital CX in terms of customer care?
  • Informing customers in a compelling and insightful way
  • Predicting customers’ behaviour - maximise your marketing opportunities
12:00 - 12:45 Webinar No 4: Spotlight on how to use customer data to drive engagement Before the pandemic, digital leaders were using data to optimise CX. With the rise of digital in recent months, companies will have more dynamic data at their fingertips; this session will discuss how you can use this data to extract immediate insights.
  • Using data to put the customer at the centre of everything you do
  • How should brands best use data across all channels?
  • Discovering the powerof data-driven email campaigns
  • Make the most out of your rich customer data
  • The key differences between data sources, and which will work best for you
  • What data is available at each stage of the customer journey?

Venue & Contact

Online Meeting

9 June 2020


For retail speaker opportunities:

Claire Knott
T: 01276 489626

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385

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